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QHP Survey


About the QHP Enrollee Survey

Section 1311(c)(4) of Affordable Care Act requires the HHS Secretary to develop an enrollee satisfaction survey system that assesses consumer experience with QHPs offered through an Exchange. It also requires public display of information by each Marketplace to allow individuals to assess enrollee experience among comparable plans.

CMS developed the QHP Enrollee Survey to assess enrollees’ experiences with QHPs offered through the Exchanges. The survey underwent preliminary testing in 2014 and 2015.  Utilizing data from the 2016 QHP Enrollee Survey, CMS conducted a pilot test of displaying quality ratings on healthcare.gov.

Vendor Solicitation for 2019 QHP Enrollee Survey

QHP Enrollee Survey Vendor Participation 

The QHP Enrollee Survey will be administered by Department of Health and Human Services (HHS)-approved QHP Enrollee Survey vendors using a standardized mixed-mode survey with mail, telephone, and Internet survey protocols to facilitate comparison of QHPs both within and across Exchanges. The survey will be conducted in three languages: English, Spanish, and optionally in Chinese. It is estimated that the survey will include approximately 200 QHP-based units, with a target of 300 completed enrollee surveys per unit. HHS-approved vendors will draw a random sample based on a sampling frame provided by each QHP issuer and validated by an independent third party. The 2019 survey will contain approximately 68 items. 

Instructions 

To administer the 2019 QHP Enrollee Survey, prospective vendors must submit a Vendor Participation Form for consideration of approval by CMS. Vendors must fulfill all of the following to be considered an HHS-approved QHP Enrollee Survey vendor: 

· Meet the 2019 QHP Enrollee Survey Minimum Business Requirements (MBR).  

· Comply with the protocols and requirements in the 2019 Qualified Health Plan Enrollee Experience Survey Technical Specifications.  

· Submit a curriculum vitae (CV) for all identified key project staff, for both vendor and subcontractor(s), to the Project Team at QHPsurveyvendor@bah.com. Include the following in the subject line: "[Vendor Name] Key Staff CV Submission".  

· Submit the Vendor Participation Form to the Project Team at QHPsurveyvendor@bah.com no later than 11:59 p.m. (ET) on August 10, 2018. Include the following in the subject line: "[Vendor Name] 2019 Vendor Participation Form".  

· Successfully complete 2019 QHP Enrollee Survey Vendor Training (to be held on October 16, 2018).  

Prospective vendors must submit a Vendor Participation Form and all related participation materials to the Project Team (QHPsurveyvendor@bah.com) on behalf of their organizations for consideration of conditional approval by August 10, 2018.  Final approval is contingent on the successful completion of 2019 QHP Enrollee Survey Vendor Training, to be held on October 16, 2018.

Please direct any questions to the following email address: QHPsurveyvendor@bah.com   

2018 QHP Enrollee Survey Quality Assurance Guidelines and Technical Specifications

Detailed information about the QHP Enrollee Survey, processes, protocols, and measures can be found in the 2018 QHP Enrollee Survey Quality Assurance Guidelines and Technical Specifications. Version 2.0 of the 2018 Quality Assurance Guidelines (QAG) contains updates to the sample frame layout, defines continuous enrollment, adds a new field to the final data submission file layout; a detailed list of Version 2.0 updates can be found on the second page of the 2018 QAG Version 2.0. Instructions for issuers to authorize a survey vendor and additional instructions for developing the sample frame can be found in the 2018 Operational Instructions memo.

2018 HHS-Approved Survey Vendors

QHP Issuers must contract with an HHS-approved survey vendor. The list of 2018 HHS-approved vendors can be found here. 

2018 Survey Vendor Training Slides

Slides from the 2018 Survey Vendor Training can be found here.

2018 QHP Enrollee Survey Instruments

The templates for all English survey materials, such as the pre-notification letter, cover letters, reminder letter, and telephone script are available in the 2018 QHP Enrollee Survey Quality Assurance Guidelines and Technical Specifications.

Templates for foreign language materials (Spanish and Chinese) can be found in the 2018 QHP Enrollee Survey Foreign Language Supplement – Spanish and the 2018 QHP Enrollee Survey Foreign Language Supplement – Chinese.

Technical Assistance related to the QHP Enrollee Survey

Technical Assistance for QHP Issuers and HHS-approved Survey Vendors is available by emailing: MQITier2HelpDesk@bah.com

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